1. Profile
Farhad Essop
Managing Executive:
Customer Services
Contact Details
Mobile: +27812340786
Office: +27126421405
E-Mail: essopf@gmail.com
Linkedin: Farhad Essop
Twitter: @essopf
Personal Details
Nationality: South African
ID Number: 7503135093082
Date of Birth: 13 March 1975
Gender: Male
Marital Status: Married
Driver’s License:Code EB – 08
Profile
Through the various roles served
over the last 19 years, I have acquired
a broad range of specialist,
managerial and leadership knowledge
in multiple industries including
telecommunications, information
technology and retail.
High-performing operations
management executive with expertise
in building/optimizing organisational
processes, measurement systems, and
infrastructure to maximize business
results in customer experience and
service operations in the
telecommunications industry. Skilled
strategist who transforms strategic
plans into workable solutions and
benchmarks performance against key
operational targets/goals. Extensive
scope of responsibility, proven
success, and track record of
delivering optimal results in high-
growth environments through
initiatives that exceed operational
performance targets and yield
measurable outcomes:
− Operational improvements
− Improved customer experience and
service operations
− Cost reductions through improved
process performance
− Productivity gains
− Revenue growth
Summary of Education
Current Studies
Institution: Regenesys Business School
Qualification: Masters of Business Administration
Year of first registration: 2013
Studies Completed
1. Institution: Cranefield Graduate School of Business Management
Qualification: Advanced Diploma: Project Management
Year of Graduation: 2003
2. Institution: Computer Training Institute
Qualification: Diploma: PC Engineering
Year of Graduation: 1995
Secondary Education
School: Marlboro Gardens Secondary School
Highest Grade: GRADE 12 (STANDARD 10/MATRIC)
Year of Completion: 1992
Skills
Technical Skills
• Mobile, wireless, fixed, IP and converged networks
• Voice of the Customer System analytics
• IT Systems including hardware, operating systems, databases and
applications (ERP, CRM and BSS)
• Call Centre Platform
• Office Automation System design and implementation (Microsoft)
Business Skills
• Financial Management
• Change Management
• Business analysis
• Business process modelling and reengineering
• Customer Experience operating model design
• Customer experience improvement
• RFx development and evaluation
• Human Resource Management
• Negotiation Skills
Strategic Skills
• Business strategy
• Business case and plan development and management
• Business and technology interface
• Call Centre Strategy
• Customer Experience Strategy
• Omni-channel service strategy development
Leadership Skills
• Leading large teams both permanent and project based virtual teams
• Organisation design and optimisation
• Programme and project management
• Stakeholder relationship management
• Diversity Management
• Organisational Transformation
• Communication
Consulting Skills
• Call Centre Modelling (organisational)
• Process Modelling (customer service and customer experience)
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2. Profile: Farhad Essop
Recent Focus Areas
Call Centre Transformation
Transformation of the of the current call centre operating model to an outsourced model that caters for Omni-channel
experience and also combining fix and mobile call centre to a converged call centre operating model. The operating model
focuses on lifestyle segmentation of customers with a targeted treatment plan for each segment. The model creates strong
support and business partnership aligned to the new operating model. The introduction of digital channels in the operating
model provide a new channel that aligns to customer lifestyle usage and access. Included in the operating model is process
transformation in terms of the customer experience journey which encompasses i) Product information, ii)Buy experience,
iii)Use experience, iv)billing experience, v)support experience and vi) retention and loyalty.
New Business
Setup and launched a new mobile business in a mature market. 4th
entrant in the market. Business broke even in 5 years
with a market share of 5%. Current subscriber base 2.5 million. Managed the launch of the business from business case and
stakeholder approval through to execution. Activities ranging from sales, marketing, customer services, distribution,
networks and regulatory.
Technology
Converting the call centre technology from voice medium to digital mediums based on the broadband strategy and the
growth of broad in the market. Digital channels in the form of social media, online, mobile applications and chat are the
main focus areas to transform customer service and experience. Technology transformation from voice to digital will
provide business with the ability to reduce operational cost and the ability to serve customers quicker faster based on
lifestyle requirements of the customer.
Industry Experience
1. Firm/Employer: Telkom SA SOC
Nature of Business: Information and Communication Technology
Start – End Date: 2008/11/01 - Current
Job Title: Managing Executive: Customer Services (August 2014)
Executive: Mobile Customer Services (July 2012)
Executive: Mobile Customer Experience (April 2010)
Senior Manager: Business Technical Support (March 2009)
Senior Specialist: Converged Services (November 2008)
Description: Manage a division in the company that comprises of over 2000 people and a opex budget of a
R800 million.
2. Firm/Employer: Vodacom SA
Nature of Business: Information and Communication Technology
Start – End Date: 1998/03/01 - 2008/10/31
Job Title: Manager: Mobile Technical Support (2006)
Specialist: Information Technology (2002)
Operation Specialist: Information Technology (1998)
3. Firm/Employer: Spar North Rand
Nature of Business: FMCG
Start – End Date: 1997/01/01 – 1998/02/29
Job Title: Specialist: Technical Support
4. Firm/Employer: Ultra Technologies
Nature of Business: Information Technology
Start – End Date: 1995/09/01 - 1996/12/31
Job Title: Specialist Technical Support
References
1. Name: Mr. Amith Maharaj
Company: Telkom SA SOC
2. Name: Mr. Vishal Phlad
Company: Telkom SA SOC
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